Sany Heavy Industry: Sincere Service - Addressing customers' urgent needs promptly, and urgently allocating parts for customers at night

The Sany Heavy Truck Handan Hongyuan Sales and Service Integrated Core Service Station and the Beijing-Tianjin-Hebei Inner Mongolia (Central) Kunpeng Central Warehouse are the only comprehensive system in Hebei Province. The company is located between important transportation hubs such as G514 National Road, Beijing-Hong Kong-Macao Expressway, and Qingdao-Lanzhou Expressway, with abundant spare parts and complete maintenance equipment.

On September 19th, the Handan Hongyuan Service Station of Sany Heavy Truck received a call from a customer reporting that the vehicle could not start under high voltage while driving. The electrical engineers of Handan Hongyuan immediately had a video call with the customer, remotely guiding the customer to query the fault code. Through the video, a preliminary diagnosis was made that there was a problem with the vehicle's CAN bus.

Due to the customer's faulty vehicle being parked on the internal road of the steel plant, close to the intersection and affecting traffic, the customer's repair needs were urgent. The maintenance technicians from Handan Hongyuan and the on-site service engineers of Sany Heavy trucks brought all the tools and spare parts and rushed to the scene to handle the situation promptly.

As the customer was reporting a repair request for the first time and did not know how to place a work order through the APP, the service engineers decided to act promptly and handle the matter as a special case without receiving a work order. They rushed to the scene first to solve the fault.

At the gate of Handan Iron and Steel Group, facial recognition is required for entry, which posed a challenge for the maintenance engineers. After communicating with Team Leader Che, they made an emergency security report at the steel plant and registered relevant information. Eventually, the maintenance engineers were granted permission to enter for maintenance.

In the remote video, the maintenance engineer initially determined that the problem was with the vehicle bus. After the on-site service engineer replaced the parts they carried, they powered on and tested that all other controllers had returned to normal.

However, when the program of the replaced part was being flashed, it couldn't be inserted. It turned out that the driver was negligent and failed to notice the details of the fault. He didn't mention it during the remote communication, and the maintenance technician didn't bring the relevant parts. So, we urgently contacted Handan Hongyuan Service Station to deliver the relevant accessories to the scene.

Concerned about the safety of users' vehicle trips and parking by the roadside at night, the station master personally drove the relevant parts to the scene. During the night rush hour, a drive that usually takes nearly an hour only took the station master 40 minutes to arrive. He quickly replaced the parts, and the vehicle's painting was normal. After multiple tests, the fault was completely resolved. Only then did the maintenance engineer feel at ease to hand over the vehicle to the driver

The driver watched the maintenance engineer bustling about throughout the process and was deeply moved. He said that after driving trucks for so many years, it was the first time he had personally experienced such professional, timely and considerate after-sales service.